IMPROVING AFTER SALES DEPARTMENT PERFORMANCE AT PT. PL BY USING BUSINESS PROCESS REENGINEERING (BPR) METHOD

Abstract

Warehouse and logistic is one of the most important processes in a business. PT. PL is a Company that is providing the service of warehouse management and logistic service for the customers. One of department at PT.PL After Sales Department is the department who responsible in handling the process of part delivery to the dealer. The warehouse and logistic processes are started from the inbound and put away process, then to deliver the goods to customers, it requires picking, packing, and handover to transporter which categorized as outbound process. After Sales Department at PT. PL has struggled in the high customers’ complaint, which causes from longer time consumed in the warehouse processes and ineffective process which cause the company could not provide high quality service to the customers. Currently, the total time taken is 8.6 hours while the allocated time is only 4.91 hours, it means the processing time is exceed by 4.083 hours. Besides that, the number of customers’ complaint is 180 complaints which consist of four types of complaints. By implementing the Business Process Reengineering (BPR) and RACI method, this research was conducted to improve the business process to reduce the customers’ complaint, reduce the time consumed in the warehouse processes, and define the clear responsible of the person in charge on each process. After the improvement, the total time taken is 5.41 hours, which reduced by 37.6% of time from the beginning. Moreover, for the customers’ complaint, it is improved by 40.55%.